Wickes Case Study

Wickes-Arrow-Case-Study

Wickes is one of the UK’s favourite home improvement retailers. Having opened its first store in 1972 it now operates from over 200 across the UK.

The Challenge

Wickes was already using headsets throughout its stores and having seen the efficiencies and increase in service quality to store customers they wanted to fully realise the benefits that this technology could bring. The existing wireless headset system was not robust enough for store use resulting in large repair bills and also lacked some key functionality that Wickes wanted to introduce for their staff.

The Solution

Arrow recommended Vocovo wireless headsets due to their robust nature, wider store coverage and ease of use for Wickes’ colleagues. A typical installation consists of base stations to provide coverage throughout the store and yard areas and a number of headsets creating an all informed network with two way communications for all headset users.

Better for staff and better for service

The headsets have allowed staff to work more closely together.  Many of Wickes’ stores have a large shop floor plus storage and yard areas so it can be difficult for staff to locate and talk to each other. All headset users are now constantly in touch with their colleagues and can hold two-way conversations. Not only can questions be answered more quickly but staff now feel less isolated and more engaged with each other. Thanks to the Vocovo headsets customers’ questions are being answered much more quickly, massively improving the in-store experience for customers.

Reports make store management easier

The Vocovo solution provides system data and statistics which help to monitor customer service, optimise staffing levels and identify training requirements. In addition to the current features, Wickes is particularly keen to implement Call Points in all stores in the second phase of implementation. Call Points will be located in various areas around the store enabling customers to speak directly to a member of staff. These points are ideal for customers wanting to find out where a particular product is or asking for help in a particular aisle. Customers can have a two-way conversation with any headset user receiving help promptly and enhancing the customers’ store experience.

Quality, lightweight headsets

The Vocovo headsets are a lightweight yet robust solution. Spare parts are easily replaceable and the handsets and charging racks are specifically designed to be hard wearing, long lasting and easy to use.
Another massive advantage of these headsets is the length of time that the batteries last. The headsets last longer that the stores’ opening hours on a single charge.